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Service & Support Frequently Asked Questions

Advanced Bionics is here to help you each and every step of the way on your journey to hearing. From online resources to our caring and informed customer service team, you can always count on AB.

What follows are some of the most frequently asked questions regarding service and support. If you don’t find the answer to your question, contact AB Customer Service for assistance.

Services to Support You


AB’s customer service experts are well equipped to address your needs and continually meet your expectations with a wide range of important services, including:

  • Answer questions on hearing, cochlear implant technology, and financing
  • Find a cochlear implant clinic near you
  • Send you information
  • Put you in touch with helpful associations and organizations, such as the BEA
  • Offer 24/7 access to AB's online Webstore
  • Provide phone, online chat, and paging accessibility
  • Troubleshoot technical issues
  • Ship replacement processors within 48 hours
How do I contact AB Customer Service?

There are four easy ways to contact AB Customer Service:

AB’s hours of operation are Monday through Friday, 5:00 a.m. to 5:00 p.m., Pacific Time.


Do I use the same Customer Service contact information for technical support?

Yes.

 

Contact Technical Support


Recipients and Candidates:
Call AB Toll Free: 877.829.0026 (U.S. and Canada Only) or 800.678.3575 (TTY) 
Call AB Directly: 661.362.1400 x2101
Email: hear@advancedbionics.com

 

Audiologists:
Call AB Toll Free: 877.829.0026 (U.S. and Canada Only) or 800.678.3575 (TTY)
Call AB Directly: 661.362.1400 x2101
Email: hear@advancedbionics.com

 

Educators and Therapists:
Call AB Toll Free: 877.829.0026 (U.S. and Canada Only) or 800.678.3575 (TTY) 
Call AB Directly: 661.362.1400 x2101
Email: toolsforschools@advancedbionics.com

 

Operating Room (OR) Support:
Call the OR Hotline: 866.550.4032


How do I place an order for AB products?

Please contact the Advanced Bionics office in your region for more information.

Please contact Advanced Bionics Customer Service. A customer service representative will take your order and charge your debit or credit card. When you call, have your debit or credit card number and expiration date. AB accepts American Express, Discover, MasterCard, and Visa.


Can I place an order online?

If you reside in Canada or the United States, you may place a secure online order at AB’s Webstore. Before you can order from AB’s Webstore, you must first register with Advanced Bionics Customer Service. For security and privacy purposes, a user ID and password will be assigned to you upon confirmation that you or your child is a registered AB recipient. Upon receiving a user ID and password, products may be charged to your American Express, Discover, MasterCard, or Visa card.

If you reside outside of North America, please contact the Advanced Bionics office in your region for more information.


When will I receive my AB order?

Shipping time varies by region. Please contact the Advanced Bionics office in your region for more information.


How is my order shipped, and how much does shipping cost?

Shipping costs vary by region. Please contact the Advanced Bionics office in your region for more information.


Can I place an order with AB if I don’t have a credit card?

Yes. Please contact Customer Service. A customer service representative will take your order and place it on hold. On the business day we receive your check or money order for the order total plus shipping, your order will ship via FedEx.

Please make your check or money order payable to Advanced Bionics, LLC and mail to:

Advanced Bionics, LLC
PO Box 5131
Carol Stream, IL. 60197-5131


Does AB offer quantity discounts on their products?

Yes. When you purchase five or more of the same product, you will receive a 15% discount.


I haven’t received my AB order yet. Where is it?
Please contact Customer Service. Your order may be on insurance hold. Before we can ship your order and charge your debit or credit card, we need your verbal authorization to bypass insurance authorization. If this is not the case, we can track your package for you to see what has caused the delay..


A component of my AB cochlear implant system is not functioning properly, what should I do?

Please contact Customer Service. A customer service representative will determine which piece of equipment is malfunctioning. If the product in question is under warranty, the customer service representative will process a Return Materials Authorization (RMA).


How do I return a malfunctioning product back to Advanced Bionics?

When you receive the replacement product, you will also receive a postage-paid envelope. Please place the malfunctioning product in the postage-paid envelope and mail. 


How do I know if my equipment is under warranty?

Please contact Customer Service. A customer service representative will look up your name in our database and let you know whether your equipment is under warranty. You may also review our standard warranty for products.


What are the warranties on AB products?
  • Internal device has a 10-year warranty from the surgery date.
  • Sound processor has a 3-year warranty from initial stimulation date.
  • Headpiece has a 3-year warranty from initial stimulation date.
  • Battery charger has a 3-year warranty from initial stimulation date.
  • T-Mic™ has a 1-year warranty from initial stimulation or time of purchase.
  • iConnect™ wireless FM adapter has a 6-month warranty from the date of purchase.
  • Accessories have a 90-day implied warranty.
  • PowerCel™ batteries have a 90-day implied warranty.
  • Rechargeable batteries have a 90-day implied warranty.
  • AA Power Pak has a 3-year warranty from initial stimulation or time of purchase if purchased separately.
  • Kinder Clip has a 90-day implied warranty.

If you don’t see the warranty listed for the AB product in question, please contact customer service.


What should I do if a piece of equipment of my AB cochlear implant system is malfunctioning and no longer under warranty?

Please contact Customer Service. A customer service representative will verify that your product is no longer under warranty and place your order. 


When will I receive my replacement product, and how will it be shipped?

You should receive your replacement product within 2 business days via FedEx.


What should I do if my sound processor is not working and is no longer under warranty?

Please contact Customer Service. If you need your out-of-warranty sound processor replaced, we have a repair fee of $699.00. We will charge your debit or credit card and ship the replacement processor to your audiologist.


I recently moved. How do I update AB with my new contact information?

There are four easy ways to contact AB Customer Service:

  • Call AB Toll Free (U.S. & Canada Only): 877.829.0026 
  • Call AB Directly: 661.362.1400
  • Email: CustomerService@advancedbionics.com
  • Chat Online: www.advancedbionics.com/support

AB’s hours of operation are Monday through Friday, 5:00 a.m. to 5:00 p.m., Pacific Standard Time.


What should I do if I lose or accidentally damage my AB sound processor?

Please contact Customer Service. If you’re eligible for one-time lost or damage, we will need a notarized letter stating what happened to your sound processor and what products were lost. Please fax the notarized letter to 661.362.1503. After we receive the notarized letter, the replacement sound processor and other products will be shipped to your audiologist for programming.


Can I have an MRI scan with an AB HiRes 90K™ cochlear implant?

Yes. The HiRes 90K is designed with a removable magnet to allow for MRI scans. The HiRes 90K is MRI safe at 0.3 Tesla and at 1.5 Tesla; MRI safety at higher energy levels has not been tested. The magnet must be surgically removed before the patient undergoes an MRI procedure. Patients must also remove their sound processor and headpiece before entering a room where an MRI scanner is located.

For additional information regarding the use of an MRI scanner with a HiRes 90k device, please contact Advanced Bionics Technical Support.


Can I travel by plane with my cochlear implant?

Yes. Advanced Bionics has provided this information to make your journey easier. Bon voyage! 


Do I have to turn my sound processor off when the flight crew directs all electrical/digital devices to be turned off prior to takeoff and landing?

No. The Federal Aviation Authority (FAA) has confirmed that Advanced Bionics cochlear implant recipients are EXEMPT from powering off their sound processors when instructions are given to turn off cell phones, music players, or any electrical/digital device with an on/off switch. The FAA includes cochlear implants in the Hearing Aid category, exempting them from the requirement to be switched off. 


Do I have to remove my sound processor when going through airport security?

No.  Metal detectors and security scanners should not damage the implant or sound processor. However, cochlear implant recipients passing through security metal detectors and scanners may activate the alarm. It is advised that patients carry their “Patient Emergency Identification Card” with them at all times. Cochlear implant recipients also might hear a distorted sound caused by the magnetic field around the security scanner door or hand-held scanning wand. Turning the sound processor volume down before passing through security screening will ensure that those sounds, if they occur, are not too loud or uncomfortable. Cochlear implant recipients may request a full-body pat-down with visual and physical inspection of the sound processor in place of the standard metal detector or scanner with x-ray procedure. 


Should I send the processor through the x-ray machine?

X-ray machines will not damage the sound processor; however, x-ray machines have the potential to damage the microphones used in most cochlear implant systems and hearing aids. As a precaution, avoid placing these items in cargo luggage or carry-on luggage that are screened with x-ray machines. During airport security screening, the processor T-Mic™, and any spare parts carried should either be worn through the metal detector/scanner or examined by hand. 


Can I travel on planes with my rechargeable batteries?

Yes. The US Department of Transportation (DOT) regulations on passengers traveling with lithium batteries can be found at safetravel.dot.gov. Per the regulations, passengers may not carry spare lithium batteries in checked luggage unless they are within a portable electronic device. However, any number of spare lithium batteries are allowed in carry-on baggage if they do not individually exceed 8 grams (~100 Watt hours) of equivalent lithium content.

All Advanced Bionics lithium-ion rechargeable batteries (PowerCel™ Slim, PowerCel Plus and PSP/S-Series™ batteries) have equivalent lithium content weighing less than 1g each, which falls well within the 8g limit.

When traveling, protect the battery terminals by using the blue plastic PSP/S-Series battery cover or the Harmony PowerCel battery pouches. For Naída CI PowerCel batteries, use PowerCel plastic covers or a sealable plastic bag. 


Can I throw old rechargeable batteries for my AB sound processor away, or do I have to recycle them?

They should be recycled. 

For a listing of locations in your area, please go to www.rbrc.com and enter your postal code.


What services does AB’s Reimbursement Services offer?

AB’s Reimbursement Services offers the following services to help your child or you on your journey into hearing:

  • Dedicated Reimbursement Call Center to answer questions about obtaining pre-authorization for cochlear implantation, cochlear implant replacement supplies and equipment as well as coding
  • Facilitation of approval process, serving as your liaison between the center and insurance company from request initiation to approval
  • Benefit verification
  • Coordination of insurance-related information requests about cochlear implant surgeries and related services
  • Courtesy billing of replacement supplies and equipment for customer reimbursement
  • Appeals assistance for denials of unilateral and bilateral implantation requests, replacement supplies and equipment

How do I contact AB’s Reimbursement Services?

AB’s Reimbursement Services may be reached by telephone, fax, email, or regular mail.

  • Toll-Free Phone (US & Canada): 877.779.0229
  • Email: insurance@advancedbionics.com
  • Toll-Free Fax (US & Canada): 877.833.6318
    Alternate Local Fax: 661.362-7737
  • Mailing Address: Reimbursement Services / 
    28515 Westinghouse Place / Valencia / CA / 91355 / 
    Attn: Reimbursement Services Department

Their hours of operation are Monday through Friday, from 5:00 a.m. to 5:00 p.m. Pacific Time.


What is the BEA, and what services does it offer?

The Bionic Ear Association is a support network dedicated to improving the quality of life of individuals with severe-to-profound hearing loss. Their mission is to improve the quality of life of persons impacted by hearing loss through education, awareness, mentoring, and support pertaining to cochlear implants. Staffed with a committed team of hearing health professionals and cochlear implant recipients, their services are available to help you Hear and Be Heard.

Some of the benefits and services of the BEA include:

  • Informative newsletters and announcements
  • Connecting with or becoming a cochlear implant mentor
  • Joining an online community and creating lifelong friends
  • Online listening tools and resources in English
  • Personalized support and technical assistance from BEA staff

How do I contact the BEA?

You may contact the BEA in any of the following ways:

  • Phone: 877.829.0026 (US & Canada only)
  • Email: hear@advancedbionics.com

To request an information packet or to join the BEA in order to receive eNewsletters and other important communications, complete our simple online form.


How can I get a Patient Emergency Identification Card?

If you do not have the identification card provided when you first received your cochlear implant, a replacement can be ordered by contacting Advanced Bionics Customer Service.

877.829.0026 US and Canada 

customerservice@AdvancedBionics.com


Where can I get more information if I still have questions?

The Bionic Ear Association at Advanced Bionics is available to support you.

AdvancedBionics.com/BEA | 800.678.2575 

hear@AdvancedBionics.com


Contact Advanced Bionics


AB takes your privacy seriously. We will never sell or transfer your personal information to other companies for marketing purposes.

Customer Service

Toll Free Phone: (877) 829-0026 US and Canada
TTY: (800) 678-3575

Monday through Friday, 5 a.m. to 5 p.m. Pacific Time